Privacy policy

Effective date: 01 Jul 2026

H2O Audio Australia is operated in Australia by B & K Holdings (QLD) Pty Ltd (ABN 47 092 133 858) ("H2O Audio Australia", "we", "our", "us").

We are committed to protecting your privacy and handling personal information in accordance with the Privacy Act 1988 (Cth), the Australian Privacy Principles (APPs), and other applicable Australian privacy and electronic communications laws.

This Privacy Policy explains how we collect, use, disclose and protect personal information when you visit our website, purchase products, contact us, or otherwise interact with H2O Audio Australia.

1. What We Collect

We collect personal information reasonably necessary to operate our online store, fulfil orders and provide customer service.
Depending on how you interact with us, this may include:

  • your name, billing address and delivery address;
  • your email address and telephone number;
  • payment and transaction information;
  • details of products you purchase, return or enquire about;
  • your customer account and order history;
  • correspondence, support requests and warranty information;
  • marketing preferences;
  • information you provide through website forms, surveys or other communications; and
  • device and website usage information, including your IP address, browser type, operating system, device information, pages viewed and interactions with our website.

Payment information may be collected and processed by Shopify Payments or other payment service providers made available through our website. We do not necessarily receive or retain complete payment card details.

We do not generally seek to collect sensitive information. Please do not provide sensitive personal information unless it is reasonably necessary for us to assist you with a particular enquiry or request.

2. How We Collect Personal Information

We generally collect personal information directly from you when you:

  • place an order or make a purchase;
  • create or manage a customer account;
  • contact us by email, telephone or through our website;
  • submit a warranty, return or support request;
  • subscribe to marketing communications;
  • participate in a promotion or survey; or
  • browse or interact with our website.

We may also receive information from Shopify and other service providers involved in operating our website, processing payments, preventing fraud, delivering orders, providing technical services or supporting our communications and marketing activities.

3. Shopify and Our Online Store

Our online store is hosted on Shopify.

Shopify provides the ecommerce platform that allows us to operate our website and sell products to you. When you visit our website or make a purchase, Shopify processes information about you and your interaction with our store to provide its services to us.

Our store currently uses Shopify Network Intelligence. This allows Shopify to securely use information generated across participating Shopify services to improve Shopify services, advertising, personalisation, fraud prevention and other platform functions.

Shopify may process information including customer, transaction, device and website activity information in connection with these services.

Information may also be processed through Shopify Payments and Shopify communication and marketing services used by our store.

More information about how Shopify handles personal information is available in Shopify's Consumer Privacy Policy.

4. Cookies, Website Data and Tracking Technologies

Our website uses cookies and similar technologies to operate the site, maintain shopping and checkout functions, remember preferences, understand website usage and improve the customer experience.

These technologies may collect information such as:

  • IP address;
  • device, browser and operating-system information;
  • pages and products viewed;
  • items added to a shopping cart;
  • website interactions;
  • referring websites;
  • approximate location information; and
  • session and usage information.

Some cookies and technologies are necessary for our website and checkout to operate correctly. Other technologies may assist with analytics, personalisation, marketing and the operation of Shopify services.

Information collected through cookies, device identifiers and similar technologies may constitute personal information where it can reasonably be linked to an identifiable individual.

Our website's cookie and privacy controls are managed through Shopify and may vary according to the location of the website visitor and applicable privacy requirements.

You may also manage cookies through your browser settings. Disabling some cookies may affect the operation or functionality of the website.

We periodically review the technologies used on our website and may update this Policy where our practices materially change.

5. Why We Use Your Information

We may use personal information to:

  • process and fulfil orders;
  • arrange payment and delivery;
  • provide order confirmations, tracking information and service notices;
  • manage customer accounts;
  • respond to enquiries and provide customer support;
  • process returns, warranty claims and other after-sales requests;
  • verify transactions and help prevent fraud or misuse;
  • maintain and improve our website, products and services;
  • understand customer preferences and website usage;
  • administer promotions or surveys;
  • provide marketing communications where permitted by law; and
  • comply with legal, regulatory and record-keeping requirements.

We only use or disclose personal information for the purpose for which it was collected, a related purpose that would reasonably be expected, or another purpose permitted or required by law. Australian privacy law regulates the collection, use and disclosure of personal information through the APP framework.

6. Disclosure to Third Parties

We may disclose personal information to service providers and other organisations that assist us in operating our business.

These may include:

  • Shopify and providers of Shopify services;
  • payment processors and financial institutions;
  • delivery, freight and logistics providers;
  • website, information technology and security providers;
  • customer communication and marketing service providers;
  • analytics and website performance providers;
  • professional advisers, including accountants, insurers and legal advisers; and
  • government agencies, regulators or law enforcement bodies where required or authorised by law.

We only disclose personal information where reasonably necessary for our business activities, to provide products or services to you, or where otherwise permitted or required by law.

We do not independently sell customer personal information to third-party advertisers. Personal information may be processed by Shopify in connection with Shopify services, including personalisation and advertising-related functions, as described in Shopify's privacy information.

7. Overseas Processing and Disclosure

Shopify currently identifies the data storage hosting location for our online store as the United States.

Shopify and other technology or service providers used by us may also process or make information accessible outside Australia.

Where personal information is disclosed to an overseas recipient, we take reasonable steps as required by the Australian Privacy Principles to ensure that the information is handled appropriately, unless an exception under the Privacy Act applies. APP 8 generally requires an APP entity to take reasonable steps before disclosing personal information to an overseas recipient, subject to the statutory exceptions.

The countries in which information is processed or accessed may change as service providers, infrastructure or services change. Where it is practicable to identify countries in which overseas recipients are likely to be located, an APP privacy policy should address those countries.

We periodically review our service-provider arrangements and overseas information-handling practices.

8. Direct Marketing and Electronic Messages

We may send you information about H2O Audio products, promotions or offers where you have consented to receive marketing communications or where otherwise permitted by law.

Our website may allow you to provide marketing preferences during checkout or through other website functions.

We comply with the Spam Act 2003 (Cth) and applicable requirements relating to commercial electronic messages.

You may unsubscribe from marketing communications at any time by using the unsubscribe option included in our messages or by contacting us.

Unsubscribing from marketing communications will not prevent us from sending transactional or service-related communications, such as order confirmations, delivery updates, warranty correspondence or important information concerning a purchase.

Australian privacy requirements also limit the use or disclosure of personal information for direct marketing and require organisations to stop using or disclosing information for that purpose in relevant circumstances when requested.

9. Data Storage and Security

We take reasonable steps to protect personal information from misuse, interference, loss, unauthorised access, modification and disclosure.

The security measures used may include:

  • access controls and restricted staff access;
  • secure systems and service providers;
  • encryption and other technical safeguards where appropriate;
  • account and system security controls; and
  • internal procedures relating to the handling of personal information.

No website, electronic transmission or information storage system can be guaranteed to be completely secure. However, we take reasonable steps appropriate to the nature of the information we hold and the systems used by our business. The OAIC's APP 11 guidance requires reasonable steps to protect personal information from misuse, interference, loss and unauthorised access, modification or disclosure.

Where we no longer require personal information for a permitted purpose, we take reasonable steps to destroy or de-identify it, subject to legal, accounting and business record-keeping requirements.

If an eligible data breach occurs, we will respond in accordance with the Notifiable Data Breaches Scheme, including notifying affected individuals and the Office of the Australian Information Commissioner where required.

10. Access and Correction

You may request access to personal information we hold about you or ask us to correct information that is inaccurate, out of date, incomplete, irrelevant or misleading.

We will respond to requests within a reasonable period.

In some circumstances, the Privacy Act may permit us to refuse access to particular information. If we refuse a request, we will generally explain the reason for the refusal and the available complaint process, where required by law.

We may need to verify your identity before providing access to or correcting personal information.

11. Privacy Complaints

If you have a question, concern or complaint about how we have handled your personal information, please contact our Privacy Officer.

Privacy Officer
H2O Audio Australia
Operated by B & K Holdings (QLD) Pty Ltd
PO Box 3488
Mt Ommaney QLD 4074
Australia

Email: privacy@fesports.com.au
Phone: 07 3118 9000

We will review your enquiry or complaint and respond as soon as reasonably practicable.

If you are not satisfied with our response, you may contact the Office of the Australian Information Commissioner.

12. Changes to This Privacy Policy

We may update this Privacy Policy from time to time to reflect changes to our website, Shopify configuration, technology, service providers, legal obligations or business practices.

The current version will be published on our website with its effective date.